Approval by email

You can configure an email account and its associated objects so that users can create cases and approve, reject, or take another action on case types by using an email response.

For example, a manager sends an email request to order required hardware. The system receives and validates the email and creates a new case. Other users can perform work on the case before it is submitted to a manger for approval. The system sends an email to a manger to approve or reject the hardware request. The manager clicks the appropriate button to generate an email response that is sent to the system. After the system receives the mail, it processes and resolves the request.

Implementation considerations

Before you configure case creation and approval by email, consider the following information:

• You can have only one email account that manages all the Case Management notifications for your application. This email account is either the Default account or the account with your work pool name.

You should create one email account per work pool and use the Default account for validation.

• Users can create cases for only one case type in an application. Therefore, if you want users to create cases for more than one case type, you must create an application and email account for each case type.

Use the Email Wizard to create the rules and data objects that you need to manage incoming email messages that create new cases, manage incoming responses, and send approval emails.

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